Richard Snow's Analyst Perspectives

Moments of Truth in the Customer Experience

Posted by Richard Snow on Oct 21, 2011 12:08:52 PM

I find that customer experience management (CEM) means different things to people. Recently I attended a seminar organized by Rapide, a U.K. technology vendor that specializes in helping companies improve their interactions with customers. The seminar included talks from speakers I don’t normally associate with CEM, and they opened up a new perspective that revolves around a concept I first explored while working at Price Waterhouse Consulting: Moments of Truth.

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Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Data Management, Customer Experience, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Rapide, Analytics, Business Mobility, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Unified Communications, Workforce Management